cancel
Showing results for 
Search instead for 
Did you mean: 

Houses Have Disappeared from my Google Home account

jjmaxjj
Community Member

I have three homes in Google Home, one connected to a Nest account.  The two homes that are not connected to the Nest account disappeared yesterday and I can't figure out how to recover them.

I started to create a new home and add back the devices, but figured I would reach out for some assistance, as it is non-trivial.

25 REPLIES 25

gmayback
Community Member

Mine disappeared too!

ignacio1969
Community Member

Same dissapeared.

Ebedia
Community Specialist
Community Specialist

Hello everybody,

 

@jjmaxjj, @gmayback and @ignacio1969 I know how confusing it is when suddenly the homes in your app suddenly disappeared. A few questions: Are you the only one who has access to your Google Home App? Are you using the same email address on both apps? Did you just migrate your Nest account to Google?

 

Keep me posted.

 

Thanks,
Emerson

ignacio1969
Community Member

Of course (I looked at the devices with my credential), and I use Double Auth.
The log appears that I supposedly removed the devices the prior week, But I didn't. It looks like some weird attempt to migrate my data to Google Home.

ignacio1969
Community Member

The only answer I was given was to create the home again this time at Google Home and Star Over.  My home manager is unable to perform that operation (and I would never give him my credentials)

ignacio1969
Community Member

I was using Google login method, but I was still using the hom.nest.com site. It disappeared from there for good (and shown as being deleted by myself) when I didn't have any other device connected to it. Never migrated or even tried to use google home except for Chrome and it didn't work.

Ebedia
Community Specialist
Community Specialist

Hi ignacio1969,

 

Oh no! that's really suspicious. Let's take a deeper look at this. You'll know that your account is migrated when you sign in to the Nest App or the https://goo.gle/2qjvVSU website and you choose the "Sign in with Google" option using your same email address from your Nest account. When you successfully migrate your account the devices will migrate as well. If you still have the old versions of Nest products it's recommended to set them up to the Nest App and use the Google Home App for new versions of Nest products.

 

Looking forward to your response.

 

Regards,
Emerson

Ebedia
Community Specialist
Community Specialist

Hi ignacio1969,

 

How's it going? I just wanted to follow up — when you have the chance, kindly follow the steps above and let us know how it went.

 

Thanks,
Emerson

The home already disappeared from the ones I have. so home.nest.com, won't undelete that specific location.

Ebedia
Community Specialist
Community Specialist

Hi ignacio1969,

 

Thanks for getting back to us. I'm sorry to hear about what happened to your Nest devices. However, if the home structure or a device got removed, there's no option to retrieve it. Moving forward, you can create a new home and start over with the set up.  Let me know if you have any additional questions from here.

 

Thanks,
Emerson

janthadeus
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to jump in real fast to see if you saw Emerson's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

 

Thanks for your help, Emerson.

 

Regards,

JT

It never worked to the point that I got an e-mail from nest saying that my home has no devices.

A very deceiving experience. I think I will change all the camera systems, thermostats, and door locks for something more reliable. The support was awful and showed no tools for fixing anything at all.

janthadeus
Community Specialist
Community Specialist

Hi there,

 

I’m sorry that you’ve had to experience this. Don’t give up on us yet. Could you please share the troubleshooting steps you’ve tried with our support team?
 

Looking forward to your response.

 

Best,

JT

Of couse: I called. They took a look at the account. They said I had all my devices connected. They asked me for access to my Google account by sending me a link. After a while they told me that I had to setup everything back from scratch.

Jake
Community Specialist
Community Specialist

Hey there,

 

Sorry for the late reply. I wanted to follow up and see if I could be of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

ignacio1969
Community Member

Awful experience, not fixed. blamed on me...and I have to reinstall all my home? I think that I'm going to switch brands I'm afraid this happens again.

Jeff
Community Specialist
Community Specialist

Hey ignacio1969,

 

I understand the frustration about having to reset everything and set up your devices once more. I did want to see if you went through the process and if you were able to get everything working correctly for you. If you're still having troubles, please let me know.

 

Thanks,
Jeff

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Checking in to see if you still need help with this. In case there are any follow-up questions or comments, feel free to update this thread and we're happy to assist you further. 
 

I appreciate the help here, Jake and Jeff.

 

Regards,

JT

I don't have a NEST installer in the zone. And I'm abroad...so there is no way to re-do everything, and I can't ask my neighbor to check what the installer is doing. So it is a big no. Google shouldn't touch my settings without telling me.

janthadeus
Community Specialist
Community Specialist

Hey there,

 

Gotcha, we always provide a walk through in terms of troubleshooting steps. Rest assured that we don’t have any means of accessing your account as your security and privacy is our top priority. We’ll keep this thread open, let us know when you’ll get home so we can perform troubleshooting.
 

Keep us posted.
 

Best,

JT

Once at home I don't need any assistance...need to find why they vanished. 

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Understood — let me know if you have other questions and concerns. We're here to help.
 

Regards,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hello there,

Just checking in to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best regards,

JT

ignacio1969
Community Member

I don't have a NEST installer in the zone. And I'm abroad...so there is no way to re-do everything, and I can't ask my neighbor to check what the installer is doing. So it is a big no. Google shouldn't touch my settings without telling me.